Global Factory Product Support Manager

Global Factory Product Support Manager

Location: Lively, ON, CA, P3Y 1K6

Onsite or Remote: Hybrid Position

Komatsu is an indispensable partner to the construction, mining, industrial, and forestry industries that maximizes value for customers through innovative solutions. With a diverse line of products supported by our advanced IoT technologies, regional distribution channels, and a global service network, we tap into the power of data and technology to enhance safety and productivity while optimizing performance.

The Global Factory Product Support Manager is responsible to drive service program growth and profitability through the leadership of the product factory technical support teams providing tier 4 technical troubleshooting support and information services globally for field assembly, commissioning, and rebuilds of all underground hard rock product lines. This position will lead their team in the development, implementation and continuous improvement of factory technical support operating standards for hard rock products.

Key Job Responsibilities

• Manage a team of Factory Product Support Specialists, Service and Warranty Administrators to support new machine field implementations, installed product maintenance and rebuild projects.
• Develop and maintain metrics and a balanced scorecard to be part of the Service Excellence Operation Standards.
• Ensure safe, efficient, quality technical service support is provided to Komatsu customers.
• Develop and drive standard ways of working for Komatsu distributors providing technical support service to customers.
• Manage technical issue resolution capability and product reliability.
• Drive product commissioning, maintenance and rebuild service growth and profitability.
• Define the direction and the development of the field audit program.
• Establish service strategy metrics and reporting initiatives to monitor global service performance.

Qualifications/Requirements

• Bachelor's degree or diploma in Engineering or Technical Trades discipline.
• Minimum of five years leading and coaching a diverse technical team.
• Minimum 2-3 years developing and executing broad business strategies.
• Strong technical background in electrical and/or mechanical/hydraulic technologies.
• Significant exposure to product assembly and rebuilds, product reliability, issue resolution.
• Strong knowledge of the mining industry and mining operations.
• Strong oral and written communication skills.
• Ability to work within a broad matrix organization and travel internationally as required.
• Legally eligible to work in Canada.

Additional Information

Komatsu is an organization committed to diversity and inclusion in support of growing a global team to achieve our business results and create a better future every day for our globally based employees, customers, partners, and communities. We believe a diverse workforce strongly contributes to our business growth and product innovation.

Komatsu is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, marital status, family status, or disability. Accommodations during the recruitment process are available upon request.